Empathy Statements

When a customer tells you about an issue:

“You sound *worried (angry, disappointed, upset, frustrated, etc) . And I’m so sorry to hear about the trouble you encountered with your order.”
“Clearly you’re *upset (angry, disappointed, worried, frustrated, etc) because of the inconvenience you encountered with us. Let me
have your order number please so I can rectify this for you.”
“Your situation sounds *stressful (disappointing, frustrating, tough, etc) ; let’s see what can be done to resolve this issue.”
“I understand why you’re *angry (upset, disappointed, worried, frustrated, etc) knowing that your order wasn’t received by your recipient.”
“I can imagine how *concerned (troubled, disappointed, worried, frustrated, etc) you are because your gift is still not received by your recipient.”

When a customer tells you more about an issue after you provided your initial empathy statement:
“You’re definitely right. You trusted us to deliver your gift but we failed *to do it.”
*you because it was in a bad condition.
*you because it wasn’t the right one your recipient received.
*you because it arrived but with missing item.
“Indeed, it’s really *upsetting (disappointing, frustrating, stressful, etc) . You trusted us to deliver your gift but we failed *to do it.”
*you because it was in a bad condition.
*you because it wasn’t the right one your recipient received.
*you because it arrived but with missing item.
“That is true; really *upsetting (disappointing, frustrating, stressful, etc) and I’d feel the same way too if it happened to me. You trusted us to deliver
your gift but we failed *to do it.”
*you because it was in a bad condition.
*you because it wasn’t the right one your recipient received.
*you because it arrived but with missing item.